Change Management Form Number 2 under Statement of Work Number 1 to Master Services Agreement Call Handling Services between Comcast and Support.com, effective as of February 27, 2014

EX-10.1 2 ex10_1.htm EXHIBIT 10.1
EXHIBIT 10.1
 
CONFIDENTIAL TREATMENT REQUESTED – CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION. THE OMITTED PORTIONS HAVE BEEN REPLACED WITH “[***].”

CHANGE MANAGEMENT FORM
Number 2

Program: Wireless Gateway Support under Master Services Agreement effective as of October 1, 2013 (“MSA”)
PCR No.:
Originator:  Joy Park
Date:  February 27, 2014
Department: NCO
Phone #:  [***]
Title:  Exec. Dir. of
Contract & Strategy
Locations Impacted: Startek’s Lynchberg, Virginia Site
Requested Implementation Date:  [***]
Estimated Hours: (LOE) N/A
x Billable         o Non Billable
Billing Rate/Hour:
[***]
Fixed Fee Cost (if applicable) N/A
Type of Change:  “Train the Trainer” sessions under MSA
Scope of Change:
x Minor (Anything within current contract)
o Major (may require contract amendment)
MUST BE REVIEWED BY Business and/or P&L Owner
Starting [***] Support.com, Inc. (“Vendor”) will conduct an in-person “Train the Trainer” session at Startek’s Lynchburg, Virginia site.  During the period [***], Vendor will be available on-site to support training of the agent population as well as to mentor agents who are taking calls.  The Trainer Rate will be [***] Trainer, per day.  The total spend on this project, excluding out-of-pocket expenses, is estimated at $[***].  Below is the number of Vendor’s Trainers who will appear daily and in total for this project:
[***]
In accordance with Comcast's travel Policy for T&E, Comcast will pay for Trainers’ out-of-pocket expenses for traveling to Startek’s Lynchburg, Virginia site.
Area(s) of Change
o    Accounting/Payroll
o    Network
o    Data Processing
o    Resource Planning
o    General Facilities
o    Quality Assurance
o    Human Resources
o    Telecom
o    IT/BI
x    Training
o    Operations
o    Recruiting
o    Miscellaneous (Please describe below)
 
o    Other:
 
Comcast Authorization (SRT Comcast/LOB POC)
Comcast Representative’s Signature   
  /s/ Brian Duffy
 
 
Print Name 
Brian Duffy
 
Date 
3/3/14

Support.com,Inc. Authorization:
Support.com Representative’s Signature 
       /s/ Roop K. Lakkaraju

Print Name 
 Roop K. Lakkaraju
 
Date 
2/28/14
 
 
*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***